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Error: Item connected or not exists

What to do if you see the error 'Item connected or not exists' when trying to activate your TrustHero item.

Updated over 2 weeks ago

📌 IMPORTANT

  • Every TrustHero item has a unique item number.

  • An item cannot be activated in two different accounts.

  • An item cannot be activated twice in the same account.

  • No two items share the same item number.

What to do:

If you see the message “Item connected or does not exist” when trying to activate your item, it usually means there's an issue with the item number or activation status.

Here’s what to do:

1. Double-check the item number

Make sure you've entered the item number exactly as shown on your TrustHero product. Typos or missing characters can cause this error.

2. Has this item already been activated?

Check if you (or someone else on your team) may have already activated this item on a different account.
Each TrustHero item can only be activated once and only to a single account.

3. Still having trouble? Contact us

If the item number is correct and you’re sure it hasn’t been activated before, please contact our support team: [email protected]

Be sure to include the item number(s) you're trying to activate.

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